Duties and Responsibilities

• 1. Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
• via phone or e-mails.
• 2. Improves client references by writing and maintaining documentation.
• 3. Create service tickets for proper coordination to technical department.
• 4. Investigating and diagnosing incidents and researching solutions.
• 5. Providing status on service request to customers.
• 6. Escalating incidents and service requests to the next level of support.

Requirements:

• Education Vocational Diploma/Short Course Certificate, Bachelor’s/College Degree
• Experience Minimum of 1 Year
• 1. Pay attention to details
• 2. Have business awareness
• 3. Consistency of tickets and email update
• Personal
• Characteristics
• 1. Active listening on complaint and work to find an effective solution.
• Specific Trainings If
• Needed For The Job
• Key Performance Measurement Indicators
• 1. Successful closed tickets within 2 days from service done date.
• 2. Resolve daily tickets within 3 days SLA.